Keiki

The client turned to our EverHelp team because they were experiencing request overload, long response times, and case resolution times.

• The support team consisted of 1 member, dealing with 560 monthly customer requests.
• The first reply time on the platform was 5 hours, with an average response time of 8 hours.
• Full case resolutions were typically reached only within 54 hours.
• The client didn’t have established processes and ratings to measure customer satisfaction.

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The EverHelp team has thoroughly assessed the client’s situation and came up with an organized solution plan to improve their customer support efforts:

• First things first, we launched 24/7 assistance to reinforce a brand’s reliability and commitment to its customers.
• Then, we expanded support channels to include email, widgets, and social media.
• These efforts led us to reduce the first reply time to 9 minutes.
• Our experts also created a satisfaction survey to highlight areas where customers face challenges, allowing the company to focus on resolving these issues.
• Additionally, we came up with customized boards for tracking Statistics and Key Team Metrics, used as a powerful tool for managing and improving the team's performance.
• As a final touch, we refined the escalation processes so that all complex issues were instantly transferred to the respective teams, helping reduce the refund rate by 10%.